I apologize for the unacceptable experience.
I would really like to find out why the tech was late and why no one called you back as promised. Will you please provide the phone number associated with the account?
I will make sure your experience is shared with our local leaders so that you'll have a better experience next time.
National Customer Operations
I have responded to his email and will keep everyone updated on any reply or resolution. I am more than willing to give the company a fair chance to respond and address the issue - and if they make that effort I also want to make sure to publicly note it and give them credit for such; since I publicly criticized them that is only fair.
So, I'm looking forward to the response.